{"id":3805390,"url":"https://alion.io/job/bgis-helpdesk-co-ordinator","title":"Helpdesk Co-ordinator","company":{"id":1897636,"name":"BGIS","domain":"bgis.com","url":"https://alion.io/company/bgis","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":90,"open_postings":325,"ghost_share":0,"stale_share":0.412,"repost_share":0.003,"time_to_fill_p50_days":null,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Derby, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"Microsoft Office","optional":true},{"name":"Outlook","optional":true}],"status":"live","first_seen_at":"2026-10-16T11:38:31Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-11-09T19:48:14Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"Helpdesk Coordinator\nLocation: South Normanton, Derbyshire\nPurpose of the RoleThe Helpdesk Coordinator is responsible for providing administrative and customer support across FM maintenance contracts. Acting as the first point of contact for clients, engineers and subcontractors, the role ensures reactive and planned maintenance works are logged, coordinated, tracked and closed out efficiently, while maintaining excellent customer service and accurate records within CAFM systems.\nKey ResponsibilitiesAct as the first point of contact for all maintenance-related enquiries via phone and email.\nLog, allocate and monitor reactive maintenance requests through CAFM systems.\nRaise and manage work orders, ensuring all job information is accurate and complete.\nCoordinate engineers and subcontractors to ensure service delivery requirements are met.\nLiaise with clients to acknowledge requests, provide updates and manage expectations.\nSchedule planned preventative maintenance (PPM) activities and support delivery of maintenance programmes.\nMonitor job progress and ensure works are completed within agreed service level agreements (SLAs).\nMaintain accurate records, documentation, certificates and compliance information.\nUpdate customer portals and internal systems with relevant job information and status updates.\nSupport the production of reports for operational and contract management teams.\nRaise purchase orders and assist with supplier and subcontractor administration where required.\nResolve helpdesk queries efficiently and escalate issues where necessary.\nBuild positive working relationships with customers, engineers, suppliers and colleagues.\nEnsure all activities are carried out in accordance with company procedures and health & safety requirements.\nSupport continuous improvement initiatives to enhance service delivery and customer satisfaction.\nSkills & ExperiencePrevious experience in a Helpdesk, Service Desk, Coordinator or Contract Support role.\nExperience within Facilities Management, Maintenance, Engineering or a similar service environment is desirable.\nStrong administrative and organisational skills.\nExperience using CAFM systems such as JobLogic, Concept, Maximo, SAP or similar.\nExcellent communication and customer service skills.\nAbility to prioritise workload and manage multiple tasks simultaneously.\nGood attention to detail and accuracy.\nProficient in Microsoft Office, including Outlook, Excel and Word.\nPersonal AttributesCustomer-focused with a professional and positive approach.\nStrong problem-solving and organisational skills.\nAble to work effectively under pressure and meet deadlines.\nFlexible and adaptable in a fast-paced environment.\nTeam player with the ability to work independently when required.\nProactive, reliable and highly organised.\nWhat Success Looks LikeReactive and planned maintenance tasks are processed efficiently and accurately.\nService level agreements and customer expectations are consistently met.\nCAFM systems and records are maintained accurately.\nStrong communication is maintained with customers, engineers and subcontractors.\nHigh levels of customer satisfaction and service delivery performance are achieved.\nAt BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. 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